About the team and the role:

The Risk Emerging Threats team is a global monitoring unit focused on the quick identification, response, and mitigation of major risk incidents. Our goal is to restore normal operations swiftly and minimize impact to eBay through incident response protocols and cross-team collaboration.

We are seeking an Incident Manager to join our team! This role involves monitoring, alerting, emerging threat identification, and incident response for all core risk metrics and workflows. The Incident Manager will act as a primary point of contact for fraud and system driven risk events and escalations and will quickly assess business, customer, and system impact during unexpected risk events, determining mitigation options.

The successful candidate should be a quick learner who offers a strategic perspective, sound business judgment, qualitative analytical capabilities, and a collaborative working style. They should be self-driven and possess strong intellectual curiosity, skills in problem definition, thorough analysis, and recommendation development. Prior experience in Incident Management or Project Management is essential.

Core Areas of Support:

• Threat Identification: Oversee process to capture and document emerging threats and categorize the threat based on risk assessment, severity, and prioritization.
• Incident Response: Coordinate incident response across stakeholder teams (Risk policy, Engineering, Data Science, etc) including escalating, triage, root cause analysis, and development and execution of mitigation strategy.
• Monitoring: Identify and respond to potential incidents through internal and cross-team detection through internal monitoring process including anomaly detection, real-time alerts, dashboard monitoring and internal escalations.

What you will accomplish:

• Incident Coordination: Manage all high-severity incidents from inception to resolution, ensuring quick and accurate assessment of the issue, identifying the impact to specific business units, and engaging the appropriate resolver group.
• Progress Updates: Provide prompt periodic updates to relevant parties until the root cause is detected and the issue is closed.
• Process Improvement: Contribute to the Incident Management Process by defining process flow, documenting expectations, and assisting in training and guiding impacted parties.
• Documentation: Update and maintain documentation associated with processes and procedures (playbooks).
• Team Development: Mentor and develop the L1 Monitoring support team in the Incident Management process area.
• Troubleshooting: Support the troubleshooting of major issues with core risk metrics.
• Root Cause Analysis: Coordinate efforts to identify root causes and recommend solutions.
• Resolution Coordination: Ensure appropriate resolution paths across multiple partner teams.
• Postmortem Reviews: Conduct postmortem reviews of major incidents with associated teams to drive continuous improvement. Facilitate incident handoff to policy owners for follow-up actions and long-term support.
• Emerging Threat Pipeline: Establish clear communication channels with teams likely to identify or resolve emerging threats

What you will bring:

• Project Management Skills: Ability to manage multiple incidents simultaneously and lead a cooperative effort among team members to react to and resolve incidents.
• Incident Management Expertise: Experience and knowledge of incident management principles and methodologies, specializing in medium/large-scale organizational incident processes.
• Proactive Learning: Continuously seek out new and up-to-date information applicable to the incident manager role and incident process.
• Timely Resolution: Proactively manage the resolution of major incidents, ensuring minimal business impact, and initiate customer concern procedures as appropriate.
• Effective Communication: Communicate the status of major incidents to appropriate partners effectively.
• Risk Management Understanding: Knowledge of risk management in multiple areas such as Fraud Risk, Credit Risk, Buyer Risk, Seller Risk, abuse, and collusion risk, etc.
• Experience: 3+ years of experience in risk management, incident management, project management, or related field.
• Technical Skills: Proficiency in SQL, Excel, and a solid understanding of database concepts. Practical experience with analytic tools (Tableau, Elasticsearch, Grafana) is preferred.